Monitoring Compliance with Service Level Agreements
Customers expect a certain level of service from their providers, especially those customers who have signed contracts specifying those levels. These agreements, called service level agreements (SLA), call for administrators to closely monitor the uptime of their services, as contracts depend on those numbers. An SLA can be specified for any number of metrics, though the two most common metrics are uptime and response time.
Monitoring Uptime Compliance
The most important measure of service is uptime. Simply put, for what length of time can your users access and use your services? In Chapter 6, you learned of the difference between availability and usability. The distinction between these two ...
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